Episode 004: How To Enhance Both The Perceptions And Outcomes Of Your Customers with Mary Drumond and Paula Friedrich

Welcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results.

Our host Nate Brown is joined by Paula Friedrich and Mary Drumond, two of the greatest minds in the CX field who will take a dive deep into the psychology of customer experience to understand how we can enhance both the perceptions and outcomes of our customers.

Let’s work together to make experiences that matter!

Meet our guests:

Mary Drumond is the Chief Marketing Officer at Worthix. She has a +10 year track record in positions of leadership; extensive experience in management, digital marketing strategies, public speaking, growth strategies, and multi-language communication skills (trilingual).

Her most recent ventures include digital marketing leadership and growth hacking for Startups. Mary is experienced in a plethora of cutting-edge marketing tools and mindsets that are essential for companies with growth as their key objective.

Paula Friedrich Global Director of Customer Connection at Twitter. Paula is a Customer Experience leader with an extensive background in CX strategy, programs, and culture. She has 17+ years of customer experience and product experience in high-tech. Paula’s expertise is in driving insights to action, customer listening, and employee engagement

Paula is an Experienced Product Management leader and SaaS journey mapping. Paula’s role stretches from top issues resolution, Global communications, C-level comms, external media presence, to CX crisis response.

Key Takeaways:

[2:27] Punch #1: How do we listen and understand the customer mindset?

[2:33] Mary shares a personal story to exemplify how to understand the customer mindset.

[4:51] Paula shares her perspective on the importance of understanding the complex patterns in human behavior.

[6:45] You need to listen to your customers and what they are asking for.

[7:01] The issue of customer loyalty.

[8:12] Paula shares how they listen to customers on Twitter.

[11:39] Punch #2: How do we embed human interaction into the journey?

[13:56] Paula shares how another way to scale human interaction is to encourage customers to connect with each other.

[15:42] Mary talks about the role of human interaction in the CX field.

[18:43] Which issues are causing your customers to leave your company?

[20:33] What are “top issues”?

[23:03] Why “ripping off the bandaid” is the worst thing that you can possibly do.

[25:43] Paula talks about the complexity of human beings.

[28:05] Punch #3: Reframing experiences with an eye for action.

[30:14] Customer experience chameleon tactics.

[31:43] Paula brings the concept of empathy to the discussion.

[33:40] Mary talks about the importance of understanding your data.

[35:04] Every role inside a company impacts the customer and turns into an opportunity to drive action.

[36:50] The CEO cannot handle everything!

[38:30] Paula and Mary talk about executive support and its relationship with the ability to bring value.

Mentioned in this Episode:

Officium Labs: The Future of Service

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